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How Users & Rights Work

Every person who logs in to Daktela is a user. What a user can do is defined by three things that combine into one configuration:

  • User type: the user's basic behaviour and which licences they consume (Contact centre, Back-office, Cloud Phone, Passive).
  • Access: which modules the user can open and the general actions they can perform there (create, read, update, delete, export…).
  • Rights: which content the user can work with inside those modules: which queues, ticket categories, CRM databases, macros, wallboards and so on.

Access and rights are reusable sets. You build a handful that match your team roles and give the same set to many users, rather than configuring each person from scratch.

When you are ready to add someone, follow Onboard a New Agent. It takes you through the steps in the order the system requires. Setting up a whole contact centre for the first time? Start with Set Up Your Contact Centre instead, which places users in the overall order.

What Defines a User

What Defines a User diagram

A user needs an extension and at least one device only if they make or receive calls. See How calls reach a user below.

The Building Blocks

Building block What it does Where to set it up
User types Basic behaviour and licence consumption. Set per user in the user detail
Accesses Which modules a user can open and the actions allowed there; also dashboard layout and custom shortcuts. Settings β†’ Users β†’ Accesses
Rights Which queues, categories, CRM and other content a user can work with. Settings β†’ Users β†’ Rights
Agents The individual user records β€” identity, password, 2FA, devices, recording, API tokens. Settings β†’ Users β†’ List of Users
AI Coworkers AI-powered users (chatbots, voicebots, mailbots) managed alongside agents. Settings β†’ Users β†’ List of Users, AI Coworkers tab
Devices & extensions The phones a user calls from and their internal number. Settings β†’ Devices
Call permissions Rules limiting which destinations a user may dial. Settings β†’ Users β†’ Call permissions
External users Limited read-only ticket access for partners, vendors or customers via a separate portal. Settings β†’ Users β†’ External users

Two Places to Connect Agents and Queues

A queue offers activities to agents based on their user rights, never to individual users directly. There are two screens for the same relationship, and they edit the same setting from opposite ends:

  • From the rights side: the Queues tab in a set of user rights lists every queue those rights can use, with the login type (Manual / Automatic / Fixed), call pickup and priority.
  • From the queue side: the Agents dialog in Queue Basics lists every set of rights that can use that queue, with the same login-type and priority options.

Info

Both screens assign user rights, not people. To give one person access to a queue, you assign the queue to the rights they hold, and everyone sharing those rights gets the same queue access. If you need one person to differ, they need their own set of rights.

How Calls Reach a User

A user is reachable by their extension, a unique internal number. The extension can ring one or more devices: a Daktela device in the browser, a hardware SIP phone, a mobile or an MS Teams client. The full explanation, with an example, is in How Devices Work. Users who don't take calls need neither.

Assigning Type, Access and Rights to a User

You set all three in the user detail at Settings β†’ Users β†’ List of Users. Edit any user and change their type, access and rights.

  • You cannot change a user's type, access or rights while they are logged in and ready.
  • Cloud Phone users have neither access nor rights. See User types.
  • A Contact centre user's rights must give at least one queue a login type other than None, or allow Can call without a queue. Otherwise Daktela refuses to save the user with the error Right with no queue logins.
  • When saved, the user immediately behaves according to the new settings.

Tip

Use the clone feature when adding someone to an existing role: it copies the same type, access and rights and adds the new user to all the relations the cloned user belongs to.

Before You Start

  • Administrator access to the Users module and its sub-modules.
  • A picture of your team's roles. Each distinct role becomes one Access set and one Rights set that you reuse.
  • Free licences for the channels the agents will work. Check them in the Licensing module, and see Set Up Your Contact Centre – Check Your Licences for which queue uses which licence.
  • At least one queue for each agent's rights. A Contact centre user can't be saved until their rights have a queue login, so create the queues first. Set Up Your Contact Centre shows the full order: time groups, then queues, then accesses and rights, then users.

Ready? Continue to Onboard a New Agent.